Level 1 Support at Stratostaff

PROFILE INTRODUCTION                                                                                                

Our client is a well-established technology leader, with a widespread presence across Africa. They are dedicated to efficiently delivering quality products to their customers and are seeking a highly skilled Level 1 Support to join their team. As a Level 1 Support, you will be crucial in handling basic queries and resolving straightforward issues. The Level 1 (L1) support will be the point of contact between Client and vendor, utilizing basic technical knowledge to support IT initiatives and provide first-level technical information and understanding of the ITIL processes.

Key Duties and Responsibilities

• Responding to customer inquiries, incidents, service requests (etc.)
• Providing basic troubleshooting and guidance to customers in resolving their issues.
• Knowledge of a wide range of computer systems software, applications, hardware, networking, and communications.
• Answering FAQs related to applications, hardware, network or general questions.
• Provide FCR (First Call Resolution) in case of any basic issues.
• Create, Respond, and Analyze tickets and assign severity for Incidents/Issues/Service Requests.
• Logging customer interactions and creating support tickets for tracking purposes.
• Log all the required details about the Incident and assign them to the relevant team(s).
• Provides call-outs for severity one issue to appropriate Level 2 response personnel, documents and transfers tickets requiring Level 2 response, maintains the opening and closing of tickets for tracking purposes, and tracks call response metrics for internal process improvement efforts.
• Escalating unresolved issues or complex problems to higher-level support tiers (e.g., L2 or L3 support) when necessary following a defined SOP.
• Performs routine technological systems support, maintenance, and testing for proper upkeep of systems e.g. stop/ restart, log rotation, and system availability reports.
• Ability to perform routine preventive maintenance on systems software, applications, hardware, networking, and communications.
• Knowledge of current technological developments/trends in area of focus.
• Strong interpersonal and communication skills and the ability to work effectively with different teams.

MINIMUM  REQUIREMENTS:                                                                                                      

• Bachelor's degree in Computer Sciences/IT or any other related field.
• ITIL Certified.
• The position requires a minimum of one (1) year of previous Technical Support experience, supporting enterprise-level software solutions preferably in the Telecom/Banking Sector.
• Analytical skills and the ability to derive meaningful decisions out of data and fact-based information.
• Proficiency in Windows/Linux Operating Systems, Microsoft Office and ticketing applications.
• Excellent knowledge of MS Excel, PowerPoint, Database Tools (SQL), and Scripting.
• Self-driven, ability to work independently or as part of a project team with limited supervision.